Dear Guest,Thank you for your detailed feedback. We are sincerely sorry to read that your experience did not meet your expectations, and we regret that our previous message did not manage to fully convey the constraints and intentions behind our actions.We understand your frustration regarding the modification of your stay, especially given your understanding of the cancellation policy. However, as previously mentioned, your booking was made through ******* as part of a flight + hotel package. In such cases, the terms and conditions – including cancellations or changes – are determined solely by *******. Unfortunately, this limits our ability to intervene directly. Nevertheless, we remain at your disposal to assist you in any communication with ******* to try and find a solution, even retrospectively.Regarding the location, we understand that the neighbourhood may not have matched your expectations. That said, many of our guests appreciate the central position of the hotel for its proximity to the main train station, international organizations, and key city attractions. Geneva is a city that embraces inclusivity, and while certain areas reflect its social diversity, the safety of our guests remains one of our top priorities, and we take this matter very seriously is the reason we work with a security agency 24h / 7J.We also wish to clarify that our proposal of a complimentary night for a future stay was not an attempt at “damage control”, but a sincere gesture of goodwill aimed at showing that we value your satisfaction and are sorry for the inconvenience caused.Should you choose to return to Geneva, we would appreciate the opportunity to welcome you again and restore your trust in our establishment.With our best regards, Base Geneva
